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Customer Care Representative (Complaint Handler)
Apply locations: Bexhill, Leicester
Time type: Full time
Posted on: Posted Yesterday
Job requisition id: 60011035
Home Insurance Complaint Handler
Are you a great communicator with a strong focus on providing great customer outcomes for our Home Customers? Do you like problem solving, finding solutions, and achieving goals? If so, we’d love to have you join our Complaints Team. We offer a salary based on previous experience.
Locations available: Leicester or Bexhill
In our department:
You’ll be working in our Customer Care department, resolving customer complaints. You’ll be supporting several customers at once, with different complaint types, working towards a timely and positive resolution with the customer. You will be expected to communicate with the customer over the phone and email. You will also take inbound calls from customers that want to register a new complaint or discuss an existing one.
If you’re successful, we can’t wait to get you on board to provide our customers with great service and build supportive relationships with your peers. We want to be the biggest and best digital insurer in the UK and expect and encourage all colleagues to play their part in achieving this. You'll discover a vibrant atmosphere, where friendly, supportive colleagues are always ready to help each other.
What we're looking for:
1. 1 year of experience working within the home insurance industry and therefore familiar with general insurance principles i.e. FCA, policy wording.
2. Pride and experience in delivering top quality customer experiences.
3. People who thrive in a fast-paced, quality-focused environment.
4. People who ensure that our customers always receive the right outcome, first time.
5. Self-motivated individuals that take pride in what they do who can demonstrate politeness and problem-solving skills.
6. A team player, you will work with multiple teams to deliver the right outcome.
7. People who are resilient, driven, and enjoy helping customers.
8. Excellent influencing skills.
9. Excellent organisational skills.
10. Excellent verbal and written communication which is engaging and articulate.
11. Ability to overcome customer objections in a calm and concise manner, representing the company to a high standard and achieve a positive resolution.
12. Digital competency, including Microsoft systems.
What we have to offer you:
1. Annual company bonus potential earning of 5% of your base salary.
2. Structured career path with the opportunity to develop.
3. 25 days holiday and bank holiday equivalent (plus buy and sell up to 5 days).
4. Pension 1:1 match up to maximum 10%.
5. Well-being programme.
6. Individual and team rewards.
Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment, or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.
At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, or throughout your journey with us at Hastings, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.
About Us
Hastings Direct is a fast-growing, agile, digitally focused general insurance provider of products and services to over 2.8 million customers in the UK, employing over 3,400 colleagues. Our vision – to be the best and biggest digital insurance provider in the market.
It's our attitude and the way we run our business that makes us different. We focus on getting it right for our colleagues, customers, company, and community. It's a dynamic, flexible, fun, and constantly changing environment. You'll enjoy the scope to make a real difference for our customers, influence our company, benefit the communities we work in, and have fun along the way.
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